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CRM integration in Unified Agent-Desktops

CRM integration in Unified Agent-Desktops Contact centers face ever-increasing demands from their corporate masters. They are continuously asked to do more with less. With so much expense and effort spent on improving and maintaining agent performance, customer service and support solutions are being developed with the user interface and customer experience in mind. Contact centers are empowering agents with information through customer relationship management (CRM) solutions in order to improve the customer experience. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png CallCenter INTERNATIONAL Springer Journals

CRM integration in Unified Agent-Desktops

CallCenter INTERNATIONAL , Volume 2 (2) – May 25, 2012
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Publisher
Springer Journals
Copyright
Copyright © 2009 by Springer Fachmedien Wiesbaden GmbH
Subject
Economics / Management Science; Economics/Management Science, general
ISSN
1865-9381
DOI
10.1007/BF03252247
Publisher site
See Article on Publisher Site

Abstract

Contact centers face ever-increasing demands from their corporate masters. They are continuously asked to do more with less. With so much expense and effort spent on improving and maintaining agent performance, customer service and support solutions are being developed with the user interface and customer experience in mind. Contact centers are empowering agents with information through customer relationship management (CRM) solutions in order to improve the customer experience.

Journal

CallCenter INTERNATIONAL – Springer Journals

Published: May 25, 2012

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